Costco — long the undisputed king of warehouse clubs — has been dethroned, at least in one aspect of the consumer experience.
The iconic retailer has slipped from the top spot for customer service among all warehouse clubs, according to the latest annual American Customer Satisfaction Index (ACSI) Retail and Consumer Shipping Study.
The ACSI survey elicited opinions on various types of retailers from more than 41,000 customers.
Based on these survey findings, these are the top warehouse clubs for customer service, starting at the bottom and counting down to the new No. 1 chain.
3. BJ’s Wholesale Club
This chain’s American Customer Satisfaction Index (ACSI) score in:
- 2025: 78 (on a 100-point scale)
- 2024: 80
BJ’s Wholesale Club has more than 200 clubs across 17 states, primarily on the East Coast. It boasts typical savings of 25% or more compared to a traditional grocery store.
For more about what makes this retailer popular, check out “6 Ways BJ’s Wholesale Is Even Better Than Costco.”
2. Costco Wholesale Corp.
This chain’s American Customer Satisfaction Index (ACSI) score in:
- 2025: 82 (on a 100-point scale)
- 2024: 82
Costco Wholesale Corp. is an iconic retailer with more than 800 locations worldwide. Costco says it focuses on quality in part by offering about 4,000 stock keeping units (SKUs), compared to the 30,000 shoppers would find at most supermarkets.
Costco is also known for the quality of products from its house brand, Kirkland Signature. These offerings even include numerous organic groceries, as we note in “The 7 Most Popular Products From Costco’s Generic Brand (None of Them Are Foods).”
Although Costco earned the same ACSI score in 2025 as it did the prior year, the score of its biggest competitor jumped in 2025. That led to Costco falling from the No. 1 spot to No. 2.
1. Sam’s Club
This chain’s American Customer Satisfaction Index (ACSI) score in:
- 2025: 85 (on a 100-point scale)
- 2024: 81
Sam’s Club’s new position atop the customer service hill is partially a result of its clever use of technology, according to the ACSI. The retailer offers a Scan & Go service that allows customers to avoid checkout lines. About 1 in 3 members regularly use the service.
Sam’s Club also has focused on promoting curbside pickup, which also has contributed to its high customer service score, the ACSI says.
While its footprint isn’t quite as large as that of Costco, Sam’s Club, which is owned by Walmart Inc., is easily bigger than BJ’s. It has around 600 locations across the U.S. and Puerto Rico.
To learn more about Sam’s Club’s advantages over its biggest competitor, check out “5 Ways Sam’s Club Is Better Than Costco.”
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